[Publib] Self Check out promotion

[Katharine Pryma]

About 3 years ago, at another system, I became supervisor of a new branch 
with a new self check machine.  This was the first self check machine for 
the system.  We spent alot of time learning how the machine works, making 
sure the barriers to service were as low as possible and the wording and 
instructions were patron-friendly, and letting the staff get lots of 
practice on it themselves before introducing the service to the public.  We 
scheduled extra staff for the first week or two to encourage and assist the 
public, and we found most patrons were very receptive and willing to give it 
a try.  The public caught on very quickly and after a few days we found we 
really didn't need the extra staff.  I suspect this was a combination of how 
patron-friendly the machine was and that patrons learned by watching other 
patrons (at a respectful distance of course).  I think it really helped that 
staff were so enthusiastic and unthreatened by the machine, and I think the 
excitement and openness was well communicated to the public.  It also helped 
that the machine was very close to the circ desk so there was always someone 
close by if the patron needed help, or wanted to speak to the staff, and it 
made the machine more visible, accessible and approachable.

In general I would say about 20% of patrons preferred the self check, 
another 30% preferred the staff desk, and the remaining 50% would use either 
one depending on the line-up.  As I recall self check use accounted for 
about 20% of total circulaton, with more use on busier days like Saturdays. 
In other words, the busier the branch, the greater the proportion of circ 
done by self check.  One thing we noticed was that if circ staff were free, 
people almost always went to the desk regardless of their personal 
preference.  We figured that was because patrons felt they were being rude 
choosing a machine when a staff person is right there and available.

I think the real selling points to self check is the privacy, the speed (we 
timed it, it was faster), and the increased productivity.  The reality is 
self check allows a library to increase circulation without adding staff or 
expanding the circulation desk, and I'm not talking about replacing staff. 
Not every library can expand their circ desk to add more checkout computers 
and/or staff.  Self check can allow a library to add more service points 
quickly and easily, and at less cost and space.  In the face of other 
limitations, self check can make alot of sense.  I see it as a way of 
expanding options and services for our patrons, not eliminating staff or 
service.

Katharine Pryma
Western Branches Manager, Caledon Public Library
 
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